Helpdesk Support
Help Desk Support:What products and services are supported?      
DoIT offers 24-hour help for most of the products and services it provides to the campus. In simple terms support is defined as "answers to questions and diagnosis of problems." Support can also mean incidental software and hardware repair that does not require a service repair or additional purchase. DoIT supports most of the commonly used computing products and services on campus. Examples are:
 
How do we prioritize support (Impact levels)?      
In an Impact 1 situation, a Clarify case must be created by the Systems & Network Control Center, Help Desk, or by a supporting technologist following established guidelines. The first DoIT response must occur within one hour of the service interruption. Systems & Network Control Center or Help Desk staff will establish definitive contact with the supporting technologist(s) and maintain contact throughout the interruption. The maximum time for resolution is targeted at four elapsed hours (work will continue after 4:30 or on weekends), or as specified in the customer contract covering the requested service.
 
How are DoIT's products and services supported?      
Each product and service DoIT sells is covered under one of three categories of support:
 
What happens when you contact the Help Desk?      
The Help Desk has instituted policies to ensure high quality, rapid technical service to all its customers. When you contact the HD you should be prepared to give your name and campus ID number if necessary. The agent will collect information about your problem and make a determination as to the most qualified person to resolve your case. For the most common problems, the HD has developed solution procedures and the agent who takes your call will be able to resolve the issue or give you a solution to test. Typically this takes approximately 5-15 minutes. Sometimes you may have to call back if the solution you are given doesn't fix the problem. You will be given a case number to refer to when you call back.
 
Support-Browser settings      
For the LMS to function correctly, your browser should have certain capabilities. This page performs a number of simple tests to help you assess your browser's suitability for use with the LMS.
 
Support-Enabling Java      
Some parts of the LMS require Java to be enabled in your browser. It is recommended that you have Java 1.5. If you do not have Java on your computer, you can download it from the Sun web site.
 
Support-Enabling JavaScript      
Microsoft Internet Explorer 6.0 and 7.0 for Windows Select Internet Options from the Tools menu. Click the Security tab at the top of the Internet Options window. Select the Internet zone by clicking the world icon. Click the Custom Level button. Scroll down to Scripting and Active scripting and click the Enable radio button. Click OK to save and close each window.
 
Support-Enabling ActiveX      
Microsoft Internet Explorer 6.0 for Windows Select Internet Options from the Tools menu. Click the Security tab at the top of the Internet Options window. Select the Internet zone by clicking the world icon. Click the Custom Level button.
 
General Support Help Desks      
With the cost of owner ship of helpdesks coming down it now makes it justifiable for any support department to benefit. The needs are similar to that of an IT department but the system should be simple and customisable for that departments specific needs
 
IT Support      
The innovations in IT and reduced costs of hardware and software have lead to more and more computer services moving away from the bureau and coming in house. This required internal management of critical systems. As the management of IT departments became more complex and demands for scarce IT resources increased it became more evident that management systems were required to ensure computer services were kept at maximum operating potential. The helpdesk is one of the key management systems that help insure resources are used efficiently and work priorities are managed.
 
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